Click & Collect in the UK, 2018-2023
Summary
The Click & Collect channel is forecast to continue growing rapidly to 2023, accounting for 12.9% of online spend by 2023. Clothing & Footwear will remain the largest sector within the Click & Collect channel, accounting for 60% of spend in 2018, as the sector continues to grow rapidly online.
Click & Collect penetration has risen 1.2ppts from 2017 to 2018, driven mostly by male online shoppers and the dominance of the clothing & footwear sector. Retailers have improved Click & Collect services in terms of speed of delivery and cost, but the instore journey must now be improved to ensure the option offers all-round convenience for shoppers.
Click & Collect propositions offered by the majority of major multichannel retailers have plateaued as collection options have reached the fastest speeds and cheapest costs possible. Key retailers need to continue to tweak their propositions in order to make them cost effective and appropriate for their customer base, with the aim to improve conversion and customer satisfaction.
Furthermore, Store closures will reduce the availability of Click & Collect so retailers must consider other ways to cater for shoppers who prefer this fulfillment option, such as partnering with other retailers or third-party pickup providers.
The "Click & Collect in the UK, 2018-2023" offers a comprehensive insight into the consumer and market dynamics of the Click & Collect channel. The report analyses the market, the main trends, and consumer attitudes towards the channel.
Scope
Reasons to buy
Summary
The Click & Collect channel is forecast to continue growing rapidly to 2023, accounting for 12.9% of online spend by 2023. Clothing & Footwear will remain the largest sector within the Click & Collect channel, accounting for 60% of spend in 2018, as the sector continues to grow rapidly online.
Click & Collect penetration has risen 1.2ppts from 2017 to 2018, driven mostly by male online shoppers and the dominance of the clothing & footwear sector. Retailers have improved Click & Collect services in terms of speed of delivery and cost, but the instore journey must now be improved to ensure the option offers all-round convenience for shoppers.
Click & Collect propositions offered by the majority of major multichannel retailers have plateaued as collection options have reached the fastest speeds and cheapest costs possible. Key retailers need to continue to tweak their propositions in order to make them cost effective and appropriate for their customer base, with the aim to improve conversion and customer satisfaction.
Furthermore, Store closures will reduce the availability of Click & Collect so retailers must consider other ways to cater for shoppers who prefer this fulfillment option, such as partnering with other retailers or third-party pickup providers.
The "Click & Collect in the UK, 2018-2023" offers a comprehensive insight into the consumer and market dynamics of the Click & Collect channel. The report analyses the market, the main trends, and consumer attitudes towards the channel.
Scope
- Clothing & Footwear will remain the largest sector within the click & collect channel, accounting for 60% of spend in 2018, as the sector continues to grow rapidly online.
- Store closures will reduce the availability of click & collect so retailers must consider other ways to cater for shoppers who prefer this fulfilment option, such as partnering with other retailers or third-party pickup providers.
- Retailers have improved click & collect services in terms of speed of delivery and cost, but the instore journey must now be improved to ensure the option offers all-round convenience for shoppers.
Reasons to buy
- Use our in-depth consumer insight to learn which sectors are the most important for the click & collect channel and which consumers are most likely to use the method, to be able to successfully tailor click & collect options.
- Understand what drives consumers to chose click & collect, such as the low cost of click & collect options and the guarantee that stock will be available when the shopper visits a store, in order to maximise sales potential.
Table of Contents
- THE HOT ISSUES
- Channel drivers and inhibitors in click & collect
- Main issues in click & collect
- The instore collection journey must be improved
- The impact of store closures needs to be minimised
- Retailers' click & collect services have plateaued
- WHAT PEOPLE BUY
- Channel definitions
- Headlines
- Overall channel size
- Channel in context
- Overall channel size
- Overall channel growth
- Sector growth in click & collect
- Books
- Clothing & footwear
- DIY & gardening
- Electricals
- Entertainment
- Food & grocery
- Furniture & floorcoverings
- Health & beauty
- Homewares
- WHO PEOPLE SHOP WITH
- Click & collect retailer penetration
- Profile: John Lewis
- Profile: Marks & Spencer
- Profiles of Argos, Next, Debenhams, Boots
- Click & collect comparisons
- HOW AND WHY PEOPLE SHOP
- Headlines
- Who shops
- Who shops: books
- Who shops: clothing & footwear
- Who shops: DIY & gardening
- Who shops: electricals
- Who shops: entertainment
- Who shops: food & grocery
- Who shops: furniture & floorcoverings
- Who shops: health & beauty
- Who shops: homewares
- Shopper profile by sector
- The shopper journey
- Shopping habits: device used
- Shopping habits: device penetration by demographic
- Shopping habits: time online shoppers made an order
- Shopping habits: time that online orders are picked up
- Shopping habits: location of purchase
- Shopping habits: journey to pick up purchases
- Shopping habits: checking purchases
- Shopping habits: additional purchases instore
- Shopping habits: length of research time
- Shopper motivations
- Shopper motivations: Drivers of click & collect usage
- Shopper motivations: Drivers by demographic
- Shopper motivations: Views on future click & collect usage
- Shopper motivations: Option chosen if click & collect unavailable
- Satisfaction of fulfilment methods
- METHODOLOGY
- Definition and methodology
List of Tables
- Key retailers' click & collect services 2018 versus 2019
- Size of the click & collect channel in 2018, including sector size for 2018 and 2023 and five-year growth rate
- Click & collect retailer penetration and average additional spend instore, 2018
- Click & collect retailer specifications
- Click & collect profile of shoppers by sector, 2018
- How often consumers make additional purchases by sector, 2018
List of Figures
- Click & collect share of online retail, 2017, 2018e & 2023e
- Growth of the fulfilment channels, 2018e-2023e
- Overall click & collect: size of the channel 2017-2023e
- Overall click & collect and total online: annual growth rates 2017-2023e
- Sector growth in click & collect, 2018e-2023e
- Books: Click & collect sector size, 2017-2023e
- Books: Click & collect annual growth rates, 2017-2023e
- Books: Click & collect shares, 2017-2023e
- Clothing & footwear: Click & collect sector size, 2017-2023e
- Clothing & footwear: Click & collect annual growth rates, 2017-2023e
- Clothing & footwear: Click & collect shares, 2017-2023e
- DIY & gardening: Click & collect sector size, 2017-2023e
- DIY & gardening: Click & collect annual growth rates, 2017-2023e
- DIY & gardening: Click & collect shares, 2017-2023e
- Electricals: Click & collect sector size, 2017-2023e
- Electricals: Click & collect annual growth rates, 2017-2023e
- Electricals: Click & collect shares, 2017-2023e
- Entertainment: Click & collect sector size, 2017-2023e
- Entertainment: Click & collect annual growth rates, 2017-2023e
- Entertainment: Click & collect shares, 2017-2023e
- Food & grocery: Click & collect sector size, 2017-2023e
- Food & grocery: Click & collect annual growth rates, 2017-2023e
- Food & grocery: Click & collect shares, 2017-2023e
- Furniture & floorcoverings: Click & collect sector size, 2017-2023e
- Furniture & floorcoverings: Click & collect annual growth rates, 2017-2023e
- Furniture & floorcoverings: Click & collect shares, 2017-2023e
- Health & beauty: Click & collect sector size, 2017-2023e
- Health & beauty: Click & collect annual growth rates, 2017-2023e
- Health & beauty: Click & collect shares, 2017-2023e
- Homewares: Click & collect sector size, 2017-2023e
- Homewares: Click & collect annual growth rates, 2017-2023e
- Homewares: Click & collect shares, 2017-2023e
- Journeys to pick up click & collect purchases: John Lewis and all online shoppers, 2018
- Journeys to pick up click & collect purchases: Marks & Spencer and all online shoppers, 2018
- Click & collect and third-party pickup penetration, 2017 & 2018
- Click & collect penetration of online shoppers, overall and by demographic, 2017 & 2018
- Click & collect penetration of online books shoppers, overall and by demographic, 2018
- Click & collect penetration of online clothing & footwear shoppers, overall and by demographic, 2018
- Click & collect penetration of online DIY & gardening shoppers, overall and by demographic, 2018
- Third-party penetration of online electricals shoppers, overall and by demographic, 2018
- Click & collect penetration of online entertainment shoppers, overall and by demographic, 2018
- Click & collect penetration of online food & grocery shopper, overall and by demographic, 2018
- Click & collect penetration of online furniture & floorcoverings shopper, overall and by demographic, 2018
- Click & collect penetration of online health & beauty shoppers, overall and by demographic, 2018
- Click & collect penetration of online homewares shoppers, overall and by demographic, 2018
- Device used for making Click & collect purchases, 2017 & 2018
- Laptop/desktop Click & collect penetration by demographic, 2018
Tablet Click & collect penetration by demographic, 2018
- Mobile Click & collect penetration by demographic, 2018
- Time online shoppers placed an order, 2017 & 2018
- Time that click & collect orders are picked up, 2017 & 2018
- Location of Click & collect purchase, 2017 & 2018
- Journeys to pick up click & collect purchases, 2017 & 2018
- Checking click & collect purchases, 2017 & 2018
- How often consumers make additional purchases instore, 2017 & 2018
- Proportion of consumers who made an additional purchase , 2017 & 2018
- Length of research time, click & collect shoppers versus all online shoppers, 2018
- Drivers of Click & collect usage, 2018
- Click & collect shopper driver: avoid paying for home delivery charges, by demographic, 2018
- Click & collect shopper driver: ensure stock availability, by demographic, 2018
- Click & collect shopper driver: minimise the time spent in stores, by demographic, 2018
- Click & collect shopper driver: don't want to wait for home delivery, by demographic, 2018
- Click & collect shopper driver: quickest way to get the item, by demographic, 2018
- Views on future usage of Click & collect, 2017 & 2018
- Option chosen if click & collect is unavailable, 2017 & 2018
- Satisfaction of fulfilment methods, 2017 & 2018
Companies Mentioned (Partial List)
A selection of companies mentioned in this report includes, but is not limited to:
- Amazon
- Argos
- ASDA/ George
- ASOS
- Boots
- Collect+
- Debenhams
- Dixons Carphone
- Dunelm
- H&M
- IKEA
- Jigsaw
- John Lewis
- Marks & Spencer
- Morrisons
- New Look
- Next
- Oasis
- Sports Direct
- Superdrug
- Tesco
- Zara
